Manager, Customer Success Engineers
The GitLab DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that guide a culture where people embrace the belief that everyone can contribute.
Customer Success Engineer, Manager (AMER)
The customer success engineer role is a new role within the GitLab CS organization. We are looking for an entrepreneurial-minded leader to partner with the TAM senior leadership in defining this team's charter and solutions-based deliverables. This manager will manage the existing and newly-hired CSEs for AMER.
Responsibilities:
- Understand and evangelize GitLab's vision, strategy, and values to your team while translating them for application to team-specific scenarios.
- Grow a highly effective team through hiring, coaching, and personnel retention.
- Provide continuous feedback to your team members as well as peers and leaders.
- Be accountable for the overall execution of your team while tracking key performance indicators (KPIs).
- Provide clear communication to your team, peers, and leadership on all essential matters.
- Guide by example in being a trusted technical advisor to customer and business leaders
- Drive the achievement of measurable value for customers (business outcomes), leading to product adoption, renewal, and expansion
- Develop and collaborate on solution-based programs to drive scalable product adoption strategies across the CSE organization
- Develop and collaborate on customer workshops, demos, and other enablements
Requirements:
- Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
- Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
- Technical experience in development or systems engineering
- Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, or organizational problems and propose thorough iterative solutions
- Exceptional verbal, presentation, and written communication skills
- Excellent time management and ability to work with several different teams at any given time
- Experienced in mentoring people, including giving and receiving constructive feedback
- Experienced in collaborating with other managers and executing strategies
- Alignment with GitLab values and ability to work in accordance with those values
- Ability to travel if needed and comply with the company's travel policy
Hiring Process
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.
Recruiter Screening
Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
Hiring Manager Interview
The hiring manager interview is the first of the interviews with the Technical Account Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 30 minute interview.
Peer Interview
The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 30 minute interview.
Panel Interview
The panel interview consists of several members of the Technical Account Manager team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:
- Live demonstration based on the guidance provided ahead of the interview by the recruiter
- General discussion and questions from the panel
Executive Interview
Conducted by the Senior Director of TAMs, this is a discussion with the candidate as a final assessment interview to evaluate the candidate's suitability for the role. This is a 30 minute interview.
Reference and Background Check
Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.
Additional details about our process can be found on our hiring page.
Compensation
For Colorado residents: The base salary range for this role’s listed level is currently $120,900 - $220,300 for Colorado residents only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. Disclosure as required by the Colorado Equal Pay for >Equal Work Act, C.R.S. § 8-5-101 et seq.
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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
